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Centivo Corporation logo
Centivo Corporation

Centivo Corporation is an insurance company on a mission to provide self-insured plan sponsors with better yet cost-effective benefits. As an employer, the comp

Senior Analyst, Member Care Analytics

Location

United States

Posted

97 days ago

Salary

$80K - $85K / year

Seniority

Senior

Bachelor Degree5 yrs expEnglishSQLTableau

Job Description

Senior Analyst, Member Care Analytics

Centivo Corporation

• Create and maintain a capacity plan for the contact center that includes short and long-term workload forecasts, including providing staff allocations required to meet the contact center goals. • Ensure Service Level targets are managed and achieved. • Prepare insight-driven reporting for leadership to inform scheduling forecasts, agent performance management, and operational efficiency. • Perform continual analysis of current performance, utilizing historical trends, and conduct frequent re-forecasting to make necessary adjustments in staffing plans to achieve service level goals and business objectives. • Compare Key Performance Metrics (KPIs) on a daily, intra-day, weekly, monthly, and annual basis to understand the root cause of variation. • Support the Centivo Member Care Team using data and root cause analysis make recommendations to process changes to improve SLAs and improve operational efficiency. • Collaborate with end-users and operational partners to identify business needs and ensure implementations meet business requirements and address prioritized needs. • Lead the development and analysis of departmental reports to identify trends and drive performance improvements in the contact center.

Job Requirements

  • Bachelor’s Degree Required
  • 5 years in Workforce Management and/or Forecasting
  • Proficiency in SQL
  • Proficiency in Tableau, Power BI or other BI tools creating dashboards and tools that drive insights and actions
  • Advanced MS Excel skills
  • Experience working in a Contact Center, including experience with metrics needed in a Contact Center.
  • Experience measuring time performance for a larger customer service team of 20 agents or more
  • Experience with WFM platforms required (e.g., Amazon Connect, Five9/VO, NICE InContact).

Benefits

  • Offers Equity
  • Offers Bonus

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